No.

Ingredient 7 (Consolidating Performance Improvements)

7.1

Building Emotional Capital

7.2

Criteria for Selecting the Best Talent

7.3

Becoming an Inside-Outside Leader

7.4

Principles of Mentoring

7.5

Checklist of Positive Behaviour for Nurturing an Atmosphere of General Mentoring

7.6

Some Questions to Start Mentoring

7.7

Some Comments on Developing a Succession Plan

7.8

Test your Organisation against these Principles

7.9

A Framework for Linking Cultural and Organisational Transitions

7.10

Seen From Below

7.11

Management Style (Zooming Framework)

7.12

Is Your Job a Good Fit

7.13

Blake-Moulton Leadership Questionnaire

Customer Management

8.1

Determinants of Customer Service

8.2

Six Rs of Branding

8.3

5 Ways to Fail in Being Customer-centric

8.4

Levels of Customer Connection

8.5

Classification of Customers

8.6

Seven Drivers of Authenticity

8.7

Customer Type

8.8

Rationales of Loyalty Programs

8.9

Steps in Growing Customer Loyalty